181 Constitution Dr.
Menlo Park, CA 94025
650.614.8300
Innovation in Customer Experience
Solutions:
KANA Response
KANA Response Live
KANA Secure Messaging
KANA Agent IQ
KANA Customer IQ
KANA Connect
Company 360
Revenues:
$55M
Installed Base:
800
Employees:
253
Deployment:
Saas and OnPremise
Customer References
O2
Citibank
BellCanada
eBay
AT&T
HP
FranceTelecom
Samsung
American Express UK
Dell
Barclays
Siemans
Intel
John Ragsdale Commentary
With a tagline of "Customer Service for a multi-channel world," KANA, a 2006 SSPA Recognized Innovator, offers highly scalable products to address all customer channels. They were the first eService vendor with a full web collaboration suite (which remains one of, if not the best, web collab suite available) to accompany their mature knowledgebase and email response solutions. A new offering, KANA Connect, adds high volume outbound email and SMS text to the mix, providing tools for marketing or blending contact centers. An early partnership with Jive means Kana also has 'out of box' integration to best of breed Web 2.0 tools.
Functional Coverage
eService
>
Web Collaboration
>
Proactive Chat
>
Email Response Management
>
Agent Knowledgebase
>
Agent Diagnostic Tools
>
Customer Knowledgebase
>
Customer Self-Service Problem Diagnostic/Self-Healing
